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About The Role
- Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
- Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.
- Construct, install, and test customized configurations based on various platforms and operating systems.
- Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
- Where required, administer and resolve issues with associated end-user workstation network software products.
- Receive and respond to incoming calls, pages, and/or work orders regarding desktop problems.
- Ensure that desktop connections, ie. network jacks are in proper working order.
- Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports.
- If necessary, liaise with third-party support and PC equipment vendors.
- Perform related duties consistent with the scope and intent of the position.
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As Director of Support, you will be responsible for managing a team of support professionals, shaping support strategy, and ensuring the delivery of a consistently high-quality service experience across all client endpoints. This role demands strong operational oversight, a focus on rapid problem-solving, and the ability to scale processes in line with business growth. You will work closely with the support teams to streamline issue resolution, enhance customer satisfaction, and uphold service excellence. The ideal candidate combines a hands-on approach with strategic thinking, bringing experience in IT services, people management, and support systems to drive both team performance and client outcomes.
Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users. Recommend and implement corrective solutions, including off-site repair for remote users as needed.